Member Experience Manager | Madison Square

NeueHouse is a work and social club where creatives and though-leaders gather and connect. Our community of members align in their ambition to live a creative life, supported by an elevated experience bringing work and social together through iconic buildings, timeless design, thought-provoking cultural programming and gracious hospitality. NeueHouse: Home of the New.

Our properties

NeueHouse currently operates across three different, but equally iconic properties in New York City and Los Angeles:

• Our Madison Square (MSQ) House is situated in New York’s iconic Flatiron District, was previously home for Tepper Galleries, a well-known Manhattan auction house for international artists and collectors in the 1930s – and neighbors the 69th Regiment Armory where the first International Exhibition of Modern Art was held.
• Our Hollywood House (HWD), which sits on Sunset Boulevard, is one of LA’s most celebrated buildings and occupies the original CBS Studio (the world’s first structure built intentionally for broadcast). Here genre- defining artists from Orson Wells and Lucille Ball to Janis Joplin, the Beach Boys, and Bob Dylan built their legacy.
• Our Venice Beach House (VB) was once the creative home to some of the most influential creative luminaries in art and entertainment including Hal Ashby, Oliver Stone, and David Hockney, NeueHouse Venice Beach is a new work, social, and cultural hub for the Venice creative community. 

The Role

Delivering outstanding experiences for NeueHouse members and their guests, the Member Experience Manager is a leader on our dynamic Member Experience team. Reporting to the Director of member Experience and general property management, the role stewards daily front-of-house and member-facing operations, circulates throughout the house assisting members where necessary, pivots to support colleagues cross-functionally, maintains administrative discipline for the team, and offers guidance and hospitality at every opportunity.

Our Member Experience team represents NeueHouse with generosity, curiosity, authenticity and kindness in every interaction. All NeueHouse teams operate with a mindset of “no task is too big or too small” and the Manager must expect to manage through ambiguity in supporting all departments to meet the needs of the house.

• Effervescent, culturally curious, and a believer in the practice of hospitality, the Member Experience Manager is ready to lead by example across every step of the member and guest experience on property: greeting arrivals and exits at the front entrance, managing member check-in, assisting with amenity bookings, directing queries about programming, etc.
• Maintain and update departmental SOPs using regularly solicited feedback from members, guests, team and management to improve the Member Experience journey at individual properties and occasionally, globally at NeueHouse
• Handle and dispatch member requests, remember there is “no task too big or too small.” Know how best and when to escalate issues to management
• Collect and organize member and guest details and contact data to ensure members information is up-to-date and accurate for multiple teams
• Managing member experience reporting including distributing the Daily Sheet and/or Operations Report
• Coordinate and delegate tasks to assist with Resident member move ins and move outs.
• Assist Membership Development as needed with tours and walkthroughs of potential members and clients.
• Support membership to seamlessly onboard and off-board members
• Support private and cultural programming events when requested
• Adapt to new tasks and responsibilities as the business grows and changes
• Contribute to and advise on P&L, GL’s, for departmental needs
• Guide, schedule for and work with internal teams to ensure that all Member Experience responsibilities are fully coordinated with efforts to maintain and exceed House standards

Work with People & Culture to manage and promote a compliant, safe and efficient work environment for all Member Experience team

• Oversee and coordinate Member Experience team
• Scheduling
• Advising on staffing needs, time & attendance
• Interviewing & hiring, as needed
• Training and development of teams
• Working with People & Culture on reviews and disciplinary matters, as required

Business-related member amenities management

• Ordering and inventory management of all business center amenities (i.e. paper, pens, water, etc.)
• Month end inventories of stock throughout the House.
• Escalating any quality or performance issues to IT or Facilities management

Mail and Package management

• Supervising and conducting daily incoming and outgoing mail and package procedures according to SOP and company policy
• Handling any member mail questions or disputes; helping to track mail upon member or fellow employee request
• Circulating internal deliveries to associated departments
• Organizing and tidying mail storage
• Ordering of mail supplies in line with budget with approval
• Managing and accepting locker rental requests

Conference Room management

• Conference room opening and closing
• Restocking
• Cleanliness and on-time preparedness

Floor management

• Conducting regular walk-thru and inspection of member areas (i.e. kitchenettes, soft seating areas, bathrooms)
• Informing any needs, with context and detail, to Housekeeping and other associated departments via Slack
• Delegating and conducting meeting room flips according to SOP
• Completing evening conference room breakdown
• Coordinating with Programming & Private Events teams for furniture movement, signage needs, and timely placement around scheduled activations

News and Collateral management

• Placing orders for house subscriptions in line with guidelines provided by Marketing & Brand team
• Constantly updating and maintaining quality of display throughout the house

House Signage management

• Placing and removing member communication signage around the house according to events scheduled
• Assist F&B Department with printing of menus + signage, as required
• Placing orders for signage replacement when necessary
• Submitting signage requests to the Marketing & Brand team, if required

We are looking to connect with candidates who bring:

• 3+ years’ experience working in customer-facing roles from areas such as Hospitality, Guest Relations, Retail, etc.
• Strong background or an interest in developing skills in Retail, Hospitality, Customer Service, Cultural Institutions, or Sales.
• NeueHouse values diverse educational and training backgrounds in consideration of the role – we are focus on bringing bright, ambitious and dedicated folks into our team
• Exceptional presentation writing, copywriting, and communications skills – our teams can trust you to represent and engage with NeueHouse teams, Members, and Private Events clients professionally and proactively
• The ability to work within strict brand guidelines and hospitality best practices
• Salesforce, Tripleseat and/or Nexudus experience would be helpful for early familiarity with our systems, but we will train anyone who is new to these platforms
• Comfort in a fast-paced, think on your feet environment - you can mode switch and juggle multiple projects and multiple deadlines with ease
• An interest in hospitality, design and/or creative industries is encouraged.

• Salary Range: $65,000 - $75,000 per year
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave/Caregiver Leave
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources

The anticipated salary for this position is $65,000 - $75,000 a year. NeueHouse is committed to equitable and competitive compensation and benefits packages for our team members and will consider many factors when extending offers of employment. Some of the factors we consider may include: qualifications of individual applicants against the position and business needs, years of relevant experience in role or industry, specific or unique skills, certifications or professional accreditations specific to the role, and the location in which the applicant lives and/or from which they will perform the role. The anticipated range for compensation shared here does not include any other components or benefits that may available.

Diversity & Representation: NeueHouse is committed to building and supporting diverse and representative communities, long-term career opportunities and extends Equal Employment Opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.